Order Fulfillment & Customer Support Specialist

Masimo; Irvine (CA); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life/AD&D

Disability Insurance

401(k)

Vacation

Sick

Holiday

Paid Maternity Leave

Flexible Spending Accounts

Pet Insurance

on-site Wellness Clinic

Fitness Center

Café

Job summary

Masimo in Irvine, CA is seeking a Customer Service Representative to be the primary contact for customers across the order-to-delivery lifecycle. You will process orders, address inquiries, and coordinate with Sales, Supply Chain, Logistics, Finance, and Quality to ensure accurate fulfillment and a positive customer experience.

This role requires 2+ years in customer service or order management, ERP experience, strong communication, and meticulous attention to detail.

Qualifications

• 2+ years of customer service/order management experience.
• Experience processing orders in an ERP system (Oracle, SAP, JD Edwards, Microsoft Dynamics, or similar).
• Strong verbal and written communication.
• Excellent organizational skills and ability to manage multiple priorities.
• Proficiency with Microsoft Office (Outlook, Excel, and Word).
• Ability to work collaboratively across multiple functional teams.
• High attention to detail and accuracy.
• Experience with CRM platforms such as Salesforce.
• Experience with domestic and international customers.
• Familiarity with FDA Quality System Regulation, ISO 13485, and other applicable quality management systems.

Responsibilities

• Process and manage customer orders accurately through ERP and related systems.
• Review orders for completeness, pricing, product availability, shipping requirements, and regulatory compliance.
• Serve as primary contact for inquiries regarding orders, shipments, pricing, returns, and product availability.
• Proactively communicate order status, backorders, shipment updates, and potential delays.
• Investigate and resolve customer issues related to order discrepancies, shipping, invoicing, returns, and product concerns while ensuring timely follow-up.
• Partner with Sales, Distribution, Planning, Manufacturing, Finance, and other internal departments to resolve requests efficiently.
• Maintain accurate customer account information and documentation within company systems.
• Support return authorizations, credits, replacements, and other post-sale customer activities.
• Monitor customer orders and open issues to ensure timely resolution and high satisfaction.
• Identify process improvement opportunities that enhance customer experience and order accuracy.
• Maintain compliance with company policies, quality requirements, and regulatory standards.

Skills

Customer service

Order management

ERP systems

Communication

Organization

Problem solving

MS Office

Cross-functional

Attention to detail

English

Education

High school diploma or GED

Associate's or Bachelor's degree preferred

Tools

Salesforce

Job description

Masimo in Irvine, CA is seeking a Customer Service Representative to be the primary contact for customers across the order-to-delivery lifecycle. You will process orders, address inquiries, and coordinate with Sales, Supply Chain, Logistics, Finance, and Quality to ensure accurate fulfillment and a positive customer experience.

This role requires 2+ years in customer service or order management, ERP experience, strong communication, and meticulous attention to detail.